IT Support Technician

Chime is building a world-class IT Support & Operations organization that delivers exceptional employee experiences while scaling reliably and securely. Our IT team partners closely with employees across the company to ensure technology enables productivity collaboration and growth.

As an IT Support Engineer (L2) you will be a proficient and accountable member of the IT Support team owning technical execution and ensuring high-quality support with care. You will be responsible for resolving moderate-complexity tickets maintaining established processes and providing reliable support to local and remote employees. This role emphasizes craftsmanship ownership of outcomes and balancing speed with care.

The hourly range offered for this role and level of experience will begin at $34.62 to $48.08 per hour. Full-time employees are also eligible for a bonus competitive equity package and benefits. The actual base salary offered may be higher depending on your location skills qualifications and experience. 

• Owns Outcomes: Ensures every ticket or task is fully resolved and documented demonstrating ownership and accountability for service excellence.
• Technical Proficiency: Proficient with end-user device management account administration and SaaS troubleshooting.
• Quality & Standards: Follows Standard Operating Procedures (SOPs) precisely and contributes by giving feedback to senior team members for SOP improvement.
• Troubleshooting: Troubleshoots basic infrastructure problems and understands core IT infrastructure and workflows end-to-end.
• Policies: Follows and contributes to IT Policies and knowledge base articles.

• Ticket Resolution: Resolves moderate-complexity tickets efficiently and meets service-level targets.
• Workload Management: Manages daily workload independently with minimal oversight.
• Communication: Communicates clearly and effectively with users and teammates in both written and verbal settings.
• AV Support: Provides basic AV support and maintenance for medium to small meetings including daily sweeps and service desk requests.
• Physical Support: Works across multiple IT systems (identity collaboration endpoint management) to support individual users' requests and tasks and provides support during business hours at the TechGarden.

• Documentation Use: Can locate understand and follow directions from IT documentation; highlights inconsistencies and updates as needed.
• Client Guidance: Can lead clients to public documentation as a means to solving issues.
• Automation Input: Uses existing automation tools to deliver solutions and contributes input on possible improvements.
• Escalation: Escalates only complex or admin-blocked requests knowing when and what to escalate.
• Mentorship: Receptive to mentoring and assimilates team technical and business knowledge.

• Process Adherence: Follows established processes and procedures escalating when appropriate and learning what kind of detail is needed for each incident type.
• Efficiency: Improves team efficiency through proactive process cleanups or documentation updates.
• Satisfaction: Maintains excellent internal satisfaction scores.
• Contribution: Contributes to small automation or improvement initiatives.

• Experience: 3+ years of hands-on IT support experience in a corporate environment.
• Technical Knowledge: Proficient with end-user device management account administration and SaaS troubleshooting.
• Execution: Proven ability to resolve moderate-complexity tickets efficiently and manage daily workload independently.
• Quality Focus: Demonstrated commitment to following SOPs precisely and owning outcomes.
• Communication: Clear written and verbal communication skills.
• AV Basics: Experience with basic AV support and maintenance for conference rooms.

• Familiarity with ITSM tools like Jira Service Desk and documentation platforms like Confluence.
• Experience with the common Chime tech stack administration (e.g. G-Workspace Slack Atlassian).
• Experience with end-to-end IT infrastructure workflows.
• A background in contributing to knowledge base articles and SOPs.

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What We Do

Chime was created because we believe everyone can Unlock Financial Progress and we want to develop solutions and services to empower people to succeed. The premise upon which we started Chime is simple: basic banking services should be helpful transparent and easy. Our suite of tools and platforms give our members the ability to have more control over their money and to take action toward achieving their financial ambitions. By designing a member-centric banking app with easy-to-understand financial tools we’re creating a more competitive market with options for everyday Americans. We offer access to accounts with no overdraft fees providing members the chance to receive their pay up to 2 days early* with direct deposit build credit history and develop financial literacy to hit their goals—among many other things. Since 2012 we’ve grown our team to more than 1500 Chimers across 3 offices. But more than that we’ve expanded the products and services we offer to our members based on their feedback. And in doing so we’ve disrupted the banking industry and changed the conversation for everyday people about money on a national level. Chime is a financial technology company not a bank. Banking services are provided by The Bancorp Bank N.A. or Stride Bank N.A. Members FDIC. *Early access to direct deposit funds depends on the timing of the submission of the payment file from the payer. We generally make these funds available on the day the payment file is received which may be up to 2 days earlier than the scheduled payment date.

Why Work With Us

We’ve crafted a culture that’s grounded in our core values and always focused on our members. We’re civic-minded innovators who take action to bring people together to accelerate equity and prosperity. We embrace our humanity treat each other with respect and kindness and are driven to make an impact on our members and communities far and wide.

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